DWP G7 - Senior Operational Leader, South East England

Job summary

The Senior Operations Leader role is a high profile and business critical role, with responsibility for operational performance and delivery in a number of sites within a District.
Universal Credit is at the heart of the governments welfare agenda – designed to simplify the benefit system by bringing together a range of working age benefits into a single payment whilst supporting customers to find work. The service – made up of c45,000 colleagues provide support through an extensive network of jobcentres who provide face to face labour market support.

DWP is looking to fill 2 Senior Operations Leader roles to lead the delivery of Universal Credit within Surrey & Sussex District.

This is an exciting opportunity to lead the Coastal East cluster within Surrey & Sussex District which includes Hastings, Eastbourne, Lewes, Newhaven & Bexhill sites and the Sussex Central Cluster which includes Brighton & Hove, Worthing, Haywards Heath, Horsham, Bognor, Chichester and Littlehampton sites. The successful candidates would be expected to be based in one of the Cluster sites.

The roles would require travel for meetings across Surrey and Sussex District and across South East as needed for Super Senior Leadership Team meetings and events.

These are office based roles and not suitable for hybrid working.

We welcome applications from candidates who demonstrate inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers.

Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.

Job description

The successful candidate can expect to be involved in a range of the following:

• An inspirational and resourceful leader able to drive performance and deliver a positive and efficient service to our customers.
• A strong personal commitment to people engagement empowering people to deliver a professional, quality service.
• Monitoring and improving the quality of the end-to-end customer experience, ensuring that “one customer, one service, one business” is a reality.
• Active member of the Universal Credit Operations Leadership Team, contributing to the wider Departmental agendas.
• An experienced communicator demonstrating personal accountability through periods of change, supporting the team, focusing and listening to People, building capability, fostering and embedding a climate of personal development and continuous learning for all and celebrating success.
• Accountable for the management of performance within their teams, undertaking regular face-to-face performance reviews with their direct reports, identifying risks to performance achievement and driving forward continuous improvement.
• Works to build a fully inclusive working environment, valuing diverse views, eliminating unlawful discrimination, harassment and victimisation.
• Actively promotes health and well-being and takes responsibility to maintain a safe and healthy working environment.
• Encourage a culture of innovation focused on adding value - giving people space to think and act creatively.
• Encourage collaborative working between teams and directorate to drive innovation and service improvements.
• Work to develop the leadership skills of all colleagues within the team.
• Ensuring teams work within budget and headcount control costs, delivering value for money and efficiencies.
• Drives culture of managing data securely in line with GDPR and seeks ways to reduce data loss.
• Be committed to their own professional development and building the capability of others including the achievement of Operational Delivery Profession standards and digital capability.

Person specification

Essential Criteria

The successful candidate should be able to demonstrate the following:

• You have strong leadership skills and experience in a fast changing environment.
• You take responsibility for delivering a timely, high quality and cost effective service with focus and energy.
• You are able to set and articulate a strong strategic vision to others and develop team plans and activities to deliver against Directorate and Departmental objectives.
• You inspire and motivate teams to be fully engaged in their work and dedicated to their role and ensure everyone understands their roles and business priorities.
• You are visible, accessible, an effective senior leader and you communicate confidently and provide clear direction and show genuine care for colleagues.
• You can demonstrate positive customer service outcomes by understanding the complexity and diversity of customer needs and expectations.
• You create opportunities for colleagues, stakeholders, delivery partners and customers to help improve the quality of service.
• You have strong experience of working in partnership and collaboratively across teams at a senior level engaging and building trust with stakeholders to generate commitment to goals.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Managing a Quality Service
• Working Together
• Changing and Improving

Benefits

Alongside your salary of £57,946, Department for Work and Pensions contributes £16,786 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

After submission of the first stage of your application you will be invited to complete a Civil Service Work Strengths Test. If you successfully pass the test, you will be invited to complete the final written stage of the application. Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for applications is 23:55 on 10th June 2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

Online Test Maintenance

Our online test supplier will be performing scheduled maintenance between 4pm and midnighton 31st May 2026 and again 4pm and 7pm on 7th June 2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

The final written stage includes a CV and 1250 word personal statement. Your Personal Statement of no more than 1250 words should describe your skills, experience and knowledge against the essential criteria listed above

The CV is an online tool accessed through Civil Service Jobs and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility so please put the main content of your evidence and skills in your Personal Statement.

Evidence of how you have met the Essential Criteria and your suitability for the role needs to be included in your Personal Statement. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criterion separately, however, one narrative example may cover and evidence several Essential Criteria. You may not be able to meet all the Essential Criteria, but please ensure you provide as much evidence as you can to allow us to assess your skills, knowledge, and experience.

Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Essential Criteria.

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Written Sift

We will assess and score your Personal Statement on the essential criteria as shown in the advert.

We may chose to invite all those who pass the work strengths test straight to interview and dispense with the sift stage. However, if a high volume of applications are received we may also raise the benchmark required on the test score. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

To apply for this post please follow the instructions on the CS Jobs website by no later than 23:55 on 10/06/26. If you fail to submit your CV and Personal Statement before the deadline your application will be withdrawn.

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

If you receive an invite to interview you will need to access the system and book yourself an interview slot.

Interview Stage:

All applicants that progress will be invited to a blended Face to Face interview and will be assessed against your strengths and the level 4 Behaviours listed below required for the role.

Behaviours:
- Leadership
- Managing a Quality Service
- Working Together
- Changing and Improving

Theinterview aims to be more of a conversation exploring the candidate’s capability for the role.

Detailed information about the process can be found in the Candidate Pack.

Sift/interview dates and location:

Sift is expected to take place WC 15/06/26

Interviews are expected to take place between 30 June and 02 July 2026

Interviews will be Face to Face at Crawley Jobcentre.

The above interview dates may change depending on the numbers involved; however, candidates invited to interview will be given at least five working days’ notice.

If you withdraw your application at any stage it will not be progressed any further.

All communications will be electronic therefore it is vitally important that you check your Civil Service Jobs site regularly.

Sift and interview dates to be confirmed.

The successful candidate will be posted in merit order.

Further Information​

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

*Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health.

Current Civil Servants (all contract types) will need to ensure that they are still employed as a civil servant at the point of starting in the relevant new post. If their contract ends (e.g. end of FTA contract or resignation) at any point during the recruitment/onboarding process for the advertised role, they will no longer be eligible and may be withdrawn.

Working Pattern:

Part time and job sharing working patterns within working hours will be considered but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete all training and consolidate.

Travel:

The posts may cover multiple sites and will involve travel. Successful applicants may be asked to distance manage colleagues and maintain effective communication links through the use of IT systems to minimise travel expenditure.

Considerable travel across the District will be expected and occasional travel across Southern Group.

Disability Confident Scheme

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Integrity, plagiarism and Civil Service Principles

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples of plagiarism can include:

• Presenting the work, ideas and experience of others as your own
• Copying content or answers from an online or published source that is not your own

Disclosure and Barring Service and Internal Fraud Database Checks

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

New entrants are expected to join on the minimum of the pay band.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Lewis Morgan
• Email : lewis.morgan@dwp.gov.uk

Recruitment team

• Email : dwprecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

Attachments

DWP Candidate Pack - 462630 Opens in new window (pdf, 557kB)_DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB)Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)